When service runs cold, so does my patience: Two water heater companies compared

(This post is an unsolicited, unpaid review of two hot water companies in Winnipeg, based solely on my negative experience with one and my positive experience with the other).

While I was a real estate investing conference in Columbus Ohio recently, my hot water heater broke. Fortunately, my brilliant wife caught it right away, turned off the water going into the tank, and started looking into what needed to be done to fix it.

First, she called Superior Reliance, a company that advertises widely here in Winnipeg. We were willing to explore the possibility of buying a new hot water heater and this company’s advertising had put them at the top of our mind. She called the local (Winnipeg) number on a Friday and gave her information and was told that she had reached the Ontario office and they’d send the information to the Winnipeg office and they’d get back to us in 24-48 hours. Since it was the weekend, this wasn’t a huge surprise.

She’s a trooper and she endured cold water for the weekend. I returned home Sunday night and the water was still cold and we had not heard from Superior Reliance… in spite of their name or their 24-48 hour call-back promise.

On Monday morning at about 9 or 10 in the morning, I called them back. Again I called the local (Winnipeg) number, assuming that perhaps Janelle had called too late on Friday to catch anyone in this office. I gave my address to the person who answered and once again they said “oh, you’ve reached the Ontario office. We’ll send your info to the Winnipeg office and they’ll get back to soon.”

I waited another hour or two, wondering why a company would offer service like this? It’s crazy.

Then I decided to call someone else: City Wide. They had an informational sticker on our water heater that they had mailed to people. I stuck it on and that kind of value-added advertising worked because I called them.

The guy on the phone listened to our explanation, made a recommendation of the potential problem, and sent over a service rep within the hour. The rep had our hot water tank repaired within minutes of arriving. He was polite, professional, and extremely helpful. We talked about the condition of our water heater (pretty good — just needed a small repair) and he made some recommendations about what to consider when it was time to get a new one.

With one water heater company, we got the run-around: Inefficiencies and empty promises. A 24-48 hour call back (that was ultimately broken)? Who calls a hot water company and can wait 24-48 hours (or more)? People who call hot water companies are usually doing so because water is GUSHING out of their tank! Interestingly, we were willing to drop a couple of thousand dollars with them to buy a new hot water heater.

With the other company, we only spent a fraction of what we were willing to pay because we only required a repair… and along the way we received prompt, courteous service… which is EXACTLY what you want in a water heater company when water is gushing out.

If you live in Winnipeg, hire City Wide Water Heater Service to help you. They’re awesome.